With my past experience of M&S Bank I will never shop in M&S for anything ever again, as a direct result of the quite appalling customer service experienced so far to date! This bank will surely do nothing other than ruin their brand!
Opened a savings account last year with £85K (the max. protected amount) as interest rate was best available at the time (only to be almost halved after only 3 months!). Constant trips back to the branch then on in, as unable effect online transfers due to mistakes made when bank staff set up the account; (they eventually found that wrong DOB had been input) as well as a list of other ongoing problems far too numerous to list here.
After experiencing, what amounted to in my own personal opinion, a serious potential security breach whilst dealing with an overseas call centre (followed by a denial that it ever happened) I requested an audio CD of the phone call in question (under the Data Protection Act) to send to the Financial Ombudsman.
Needless to say my money has now been transferred elsewhere!
Oh dear, oh dear. I only wanted to check the balance of an ISA, but alas, with M&S Money you cannot do this online. So I waited THIRTY-SIX minutes for them to answer the phone. Their recorded message didn't even have the courtesy to claim they were experiencing "higher than usual call volumes" like many companies do to hide the fact they have laid off a large number of staff. In fact, it told me (for the entire thirty-six minutes) that my call would be "answered shortly".
The representative was very polite when I finally got through, though he did seem slightly embarrassed on behalf of M&S, and I don't blame him.
Horrendous service, there is no other word for it.
To reply as a company, please sign up here.